I have the Gold monitoring plan and a 2GIG GC2 with updated firmware. I purchased my unit on eBay to save a few bucks off of the suretyDIY price so I did all the programming myself (kinda regret that). Everything works great, only issue is that upon an alarm the central station immediately calls my cell instead of responding via the two way voice and then moving onto the cells if no response.
Two way voice under Q13 is set to (2) Stay online, including Fire and CO Alarms. All cells test and other tests show full functionality. Any ideas?
as for optimizing the panel, you may want to check the default q settings, and adjust as necessary for functionality, preference and recent code requirements:
as the for contact order, you can set that up with Central Station. Make sure that the 2way voice is enabled on their end (you may have to have that setup with Surety CS (customerservice@suretyDIY.com). The way I do it is like so:
Central Station (ask for data entry): 800-879-1438
verify Central Station Contact order:
(for example)
2way voice
home
cell1
cell2
cell3
other
(while you are at it, I would also verify that all the sensors/zones as shown on alarm.com match the zones that data entry has (e.g., ‘sensor 1 front door’ on alarm.com sensors tab, is same as ‘zone 1 front door’ with data entry.)
then place system on test with Central Station for 2 hours, activate alarm device, wait for 2way voice (this will be orphaned- they will not know what system/acct sent the alarm). let alarm sound until they come over 2way, then simply tell them “system is on test”. If they do not come over 2way, then something is not properly configured/setup. Contact Surety.
If 2way call is successful, call Central Station, take system off test, and verify the actual alarm received
Looking at your account, it would appear that there was no request to enable the 2-way voice feature on your account. I have gone ahead and added this for you.
It is recommended that you place your account on test by calling Central Station and activating an alarm, as Riven stated, then allowing the 2-way voice call to come through.